At a Glance
- Tasks: Provide top-notch customer service and resolve enquiries at first contact.
- Company: Join Charnwood Borough Council, a supportive local authority.
- Benefits: Stable 12-month contract with flexible working hours and a friendly team.
- Other info: Office-based role with opportunities for teamwork and personal growth.
- Why this job: Make a difference in your community while developing valuable skills.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 24000 - 28000 € per year.
12 Month Contract With A Local Authority
Job Purpose
To provide an excellent and professional customer service experience to customers contacting the Contact Centre, resolving enquiries at the first point of contact wherever possible. The role involves handling a wide range of customer enquiries on behalf of Charnwood Borough Council and its partners, providing information, guidance, and support in a prompt, courteous, and empathetic manner while maintaining high standards of accuracy and customer care.
Key Responsibilities
- Act as the first point of contact for customers contacting the Contact Centre by telephone and other communication channels.
- Handle customer enquiries efficiently and professionally, taking ownership of requests through to resolution.
- Provide accurate information, advice, and guidance relating to Council services and partner services.
- Use CRM and other software systems effectively to process customer enquiries, update records, and maintain accurate information.
- Liaise with internal departments and colleagues to resolve more complex customer queries and arrange appointments where required.
- Conduct customer follow-up activities in accordance with agreed procedures, including customer satisfaction surveys.
- Maintain accurate, up-to-date records and complete clerical and administrative duties as required.
- Provide switchboard cover when necessary.
- Process payments in accordance with Council procedures and regulations.
- Handle challenging or sensitive situations with tact, diplomacy, patience, and empathy to achieve positive outcomes.
- Work collaboratively as part of the wider Customer Services team to deliver consistent and high-quality customer service.
- Ensure all service delivery is fair, inclusive, and non-discriminatory in line with Council policies and the Equality Act 2010.
- Undertake additional duties appropriate to the grade and responsibilities of the role as required.
Requirements
- Recent experience providing customer service and advice to members of the public within a busy customer service environment.
- Previous experience working within a contact centre or telephone-based customer service environment is desirable.
- Strong communication and listening skills with the ability to build rapport with a wide range of customers.
- Ability to remain calm, tactful, patient, and professional when handling difficult or sensitive situations.
- Good IT literacy skills, including experience using CRM systems and Microsoft Windows-based applications.
- Accurate data entry and keyboard skills with strong attention to detail.
- Ability to work effectively under pressure with minimal supervision while maintaining accuracy and consistency.
- Positive and customer-focused approach with a commitment to delivering excellent customer care.
- Strong teamwork skills and the ability to collaborate effectively with colleagues across services.
- Flexible approach to working patterns and the ability to provide cover for colleagues where required.
- Understanding of equality, diversity, and inclusion principles and the ability to apply them in the workplace.
- Educated to GCSE/O Level standard or equivalent, or able to demonstrate relevant practical experience.
Additional Information
- Hours per week: 32.5 hours
- Payment frequency: Bi-weekly
- Location: Customer Contact Centre, Charnwood Borough Council
- Working arrangement: Office-based, Monday to Friday, 9:00am – 4:00pm with a 30-minute lunch break
Customer Service Advisor in Loughborough employer: Civic Recruitment Limited
Charnwood Borough Council is an excellent employer, offering a supportive work culture that prioritises professional development and employee well-being. As a Customer Service Advisor, you will enjoy a collaborative environment where your contributions are valued, alongside the opportunity to make a meaningful impact in the community. With a commitment to inclusivity and a focus on delivering high-quality service, this role provides a rewarding experience in a stable local authority setting.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Loughborough
✨Tip Number 1
Get to know the company! Research Charnwood Borough Council and its services. This will help you tailor your responses during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills. Since you'll be handling customer enquiries, it’s crucial to articulate your thoughts clearly. Try mock interviews with friends or family to build confidence.
✨Tip Number 3
Showcase your empathy! Prepare examples of how you've handled difficult situations in the past. Employers love candidates who can remain calm and professional under pressure.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who want to make a difference in customer service.
We think you need these skills to ace Customer Service Advisor in Loughborough
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your customer service experience. We want to see how your skills match the role, so don’t be shy about showcasing your relevant achievements!
Showcase Your Communication Skills:Since this role is all about providing excellent customer service, let your communication skills shine through in your written application. Use clear and concise language, and don’t forget to demonstrate your empathy and professionalism.
Be Detail-Oriented:Attention to detail is key in this role, so make sure your application is free from typos and errors. We appreciate a well-organised application that reflects your ability to maintain accuracy and consistency.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at Civic Recruitment Limited
✨Know Your Stuff
Before the interview, make sure you’re familiar with Charnwood Borough Council and the services they provide. Brush up on common customer service scenarios and think about how you would handle them. This will show that you’re proactive and genuinely interested in the role.
✨Showcase Your Empathy
As a Customer Service Advisor, empathy is key. Prepare examples from your past experiences where you’ve successfully handled difficult situations with patience and understanding. This will demonstrate your ability to connect with customers and resolve their issues effectively.
✨Practice Active Listening
During the interview, practice active listening. Make sure to listen carefully to the questions being asked and respond thoughtfully. This not only shows your communication skills but also reflects your ability to understand customer needs, which is crucial for this role.
✨Be Tech-Savvy
Familiarise yourself with CRM systems and any relevant software mentioned in the job description. If you have experience using similar tools, be ready to discuss it. Showing that you can quickly adapt to new technologies will give you an edge in the interview.
